Managing what customers ask for.
WHAT TO DO WITH EVERY REQUEST
Record it, with who asked and why.
WHY THE WHY
The underlying need frequently differs from the request, and several requests often share one need.
WHAT TO ASK
What are you trying to achieve, and how do you handle it now?
WHAT TO NEVER DO
Promise it Say yes to avoid an awkward conversation Ignore it silently
WHY
Each produces expectation you did not intend.
WHAT TO SAY WHEN DECLINING
That it is not planned, and why.
WHY THE REASON MATTERS
It respects the customer, and it sometimes reveals you misunderstood.
WHAT TO REVIEW PERIODICALLY
Requests grouped by underlying need.
WHAT TO LOOK FOR
Needs raised by many customers Needs raised by customers who left Requests indicating the product is being used in a way you did not anticipate
WHY THAT LAST ONE
It sometimes reveals a better market than the one you targeted.
WHAT PUBLIC REQUEST BOARDS PROVIDE
Visibility, and customers voting.
WHAT THEY COST
Expectation that popular items will be built, and visible neglect when they are not.
WHAT TO DECIDE
Whether you will maintain it honestly.
WHAT TO AVOID
Building requests in order of who asked loudest.
